5
Ways to Raise your Customer Satisfaction Impact
How
can customer satisfaction professionals raise their impact
and get the most bang-for-the-buck from their survey budgets?
Here are five tips suggested by CustomerSat Professional
Services:
1.
Address critical concerns immediately and let customers know.
Customers
value immediate responses to their concerns. As survey
results arrive, identify significant customer concerns, and
actions to address those concerns. Then determine which
actions can be taken reasonably quickly, and within budget,
that will have the most significant impact. Take those
actions promptly and notify the affected customers when they
have been taken. Besides building customer satisfaction,
you will positively reinforce customers for providing feedback
and help ensure the continued success of your feedback programs.
2.
Push survey results to everyone in the organization in real-time.
Customer
feedback is perishable. Don't wait for formal presentations
or reports to distribute it. To save at-risk customers,
the right people and teams need to receive and act on feedback
immediately. More minds informed of and responding
to feedback are much better than fewer, and shared feedback
further aligns efforts across your entire organization.
Use online reporting to disseminate feedback to the right
people throughout your organization in real-time, even if
surveys were conducted by phone. A CustomerSat account
representative can show you how.
3.
Manage dissatisfied responses as if they were cases
Your
customer support center and help desk follow regimens for
opening, assigning, routing, escalating, and closing cases
and trouble tickets. Follow similar regimens for managing
dissatisfied customers. Prioritize cases by customer
profitability.
4.
Celebrate, thank, and get permission to quote apostles and
other highly referenceable customers.
In
managing customer feedback processes, we so often focus on
addressing customer concerns and issues that we disregard
the customers whom we have done an outstanding job of satisfying.
The verbatim comments of these customers, especially
those that mention specific employees by name, deserve to
be circulated widely and celebrated throughout your organization.
“Apostles” are customers who are highly satisfied,
loyal, and willing to recommend. Request their
permission to quote them; they are a key to winning the business
of new customers. And of course, make sure you keep
them as apostles.
5.
Measure ROI for every survey process
What
impact does each of your survey processes have on attracting
new customers, retaining existing customers, minimizing lost
customers, and on the associated revenues and contributions
to profit from each group? Making estimates and
calculating ROI shows you where to focus new customer feedback
investments and supports existing investments. CustomerSat
can help you do this. Ask us about the CustomerSat ROI Consulting
and Measurement Package.
For
more information on any of these ideas, or other customer
satisfaction process questions, please call us at 800.
372.7772 x2 or send email to Expert@CustomerSat.com
.
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